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Leo Lenk
Joined Aug 09, 2023
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Last activity Sep 23, 2024
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Latest activity by Leo Lenk
Leo Lenk created a post,
Hi everyone,
I was wondering if there's a chance (or an app) to merge similar emails sent from zendesk into one single thread.
Let me expand:
We are testing a specific approval procedure which requires an email sent to an external approver.
Since the approval requests toward the same approver are multiple, it could come in handy to have a merging system to have just one thread so the approver can open one occurrence.
Anybody has tips regarding this matter?
Many thanks in advance
Regards
Leonardo Lenk
Posted Sep 23, 2024 · Leo Lenk
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Leo Lenk created a post,
Hi all,
Not sure the topic is right, I need to create a custom field on ticket which shows the same number that comes up on the upper top bar (as per email below).
In sum: whenever the type is "Problem" and a related “Incident” is created, I'd like to have a custom “counter” field on the ticket that works with the same criteria of the one showing up on top. Is there a way to do that?
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Edited Aug 09, 2024 · Leo Lenk
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Leo Lenk commented,
Hi Chad Susa (Gravity CX - Zendesk Partner)
Thanks for the info, I am passing that on to my managers in charge to see if they're interested, in case of any positive feedback I will let you know straight away.
Regards
Leonardo Lenk
View comment · Posted Jan 31, 2024 · Leo Lenk
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Leo Lenk commented,
Hi Paolo, Hi Brandon, all,
Just so everybody knows: support team has confirmed there's no such thing (not even a trigger, nor an automation) as a "next business day" setup for SLAs (starting 00:00 the day after), so unfortunately I have to look for other solutions (I was thinking about a way to create, on the next business day, an automatic ticket in respect to certain conditions, which ticket triggers a SLA).
In case we come with any sort of solution regarding this matter, I won't esitate to keep everybody updated (it might be useful for whoever has the same need).
Best Regards
Leonardo Lenk
View comment · Posted Jan 30, 2024 · Leo Lenk
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Leo Lenk commented,
Hi Brandon,
Thanks a million for your help regarding this matter, actually I am struggling to find the specific section where I can set my SLA to Business Hours, there's no condition to add nor an option to select where I thought I could've find what I was looking for.
I thought I could've set business hours in the section posted below (it's in italian, but it stands for "type of hour"):
I Just have 2 options: 24 hours and "Hours of activity" ("orario di attività").
I was expecting to find something more similar to the automation's options where it is clear the difference between calendar hours and business hours, as per example below:
In fact, no matter the option I select in group SLA (it could be either "24 hours" or "hours of activity") the estimated countdown doesn't work.
side note: the schedule is set "from 00:00 to 00:00".
Am I missing something? Can it be related to a "non updated" version of Zendesk (I am using an admin account)?
Many thanks in advance
Best Regards
Leonardo Lenk
View comment · Posted Jan 29, 2024 · Leo Lenk
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Leo Lenk commented,
Hi all,
I need to set SLAs starting "Next business day", to be more precise: If I set, as an example, a SLA to 24hrs (let's say) at 09:00 am it doesn't have to finish the day after at 09:00 but at 11:59 PM (23:59).
Anybody con help me with that? Do I need an automation?
The only way I managed to get what I need was by opening a ticket during an holiday or a closing day (making the SLA to start at midnight the day after).
Forgot to add: I am referring to "group SLA".
Many thanks in advance.
Regards
Leonardo Lenk
View comment · Edited Jan 26, 2024 · Leo Lenk
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Leo Lenk commented,
Hi Paolo, all,
Sorry for getting back regarding this matter, apparently I still have the same issue, unfortunately my zen is in italian but I hope you guys manage to understand my settings:
As you can see my Group SLA (in sandbox) is as per image below (I really hope you understand Italian)
While on the schedule I've just set from 00:00 to 00:00
But with the above set up my SLA end just witin 24 hrs
Funny thing is: I forgot to delete a "holiday test" set for today and the first ticket was exactly how I wanted it to be, because it totally skips today and starts counting right after midnight
So I realized: what I really need is the SLA to start always "next business day".
Do I have to use an automation to have a SLA to work like so?
Side Note: I ma using Group SLA because we needed it to start with a specific condition aside from ticket status.
Sorry for bothering regarding this matter, this community has always been a very precious help for a rookie like me.
As usual, thanks in advance.
Regards
Leonardo Lenk
View comment · Posted Jan 25, 2024 · Leo Lenk
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Leo Lenk commented,
Hi Paolo,
Thanks for your prompt reply, will look into the articles provided.
Best regards
Leonardo Lenk
View comment · Posted Jan 25, 2024 · Leo Lenk
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Leo Lenk commented,
Hi all,
I am struggling to set up SLAs in relation to business days, let me expand:
If I set up a specific SLA's duration, my goal is to always solve the ticket at 11:59 PM (23:59) the day when SLA is supposed to finish.
I.E.: considering a 24 hrs SLA - opening a ticket at 4 pm (triggering the 24 hrs SLA) - my SLA is not supposed to finish the day after at 4 pm, but at 11:59 pm (23:59).
Anybody can help me with that? Is there a way to adjust my SLAs according to the above settings?
Many thanks in advance.
Regards
Leonardo Lenk
View comment · Posted Jan 24, 2024 · Leo Lenk
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Leo Lenk commented,
Hi Ifra Saqlain,
Thanks for you quick response regarding this matter and sorry for not getting back at you with the same promptness.
I will try out your suggestion right away and will let you know about the outcome.
Kind Regards
Leonardo Lenk
View comment · Posted Nov 06, 2023 · Leo Lenk
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